SAP C_C4H56I_34 SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Exam Practice Test

Answer : A, C

In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2, 'Priority' and 'Case types' are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.

Answer : B, C, E

According to the SAP Service Cloud Version 2 documents and learning resources, the following actions can be executed by a Service Agent from the case ''More Action'' button:

Summary. This action allows the Service Agent to create a summary of the case, which is a concise and informative description of the case details, such as the subject, the priority, the status, the category, the resolution, and the next steps. The summary can be used to communicate the case progress to the customer or to other stakeholders.

Mark as unread. This action allows the Service Agent to mark the case as unread, which means that the case will appear as new in the Agent Desktop and will require the Service Agent's attention. This action can be used to remind the Service Agent to follow up on the case or to delegate the case to another Service Agent.

Escalate. This action allows the Service Agent to escalate the case to a higher level of authority or expertise, such as a manager or a specialist. The escalation can be triggered manually by the Service Agent or automatically by the system based on predefined criteria, such as the case priority, the SLA, or the customer satisfaction. The escalation can also involve sending notifications, changing the case status, or reassigning the case to another team or employee.

The other options are not correct because:

Delete. This action is not available from the case ''More Action'' button. Deleting a case is a permanent action that removes the case and all its related data from the system. Deleting a case can only be done by an administrator or a user with the appropriate authorization in the Cases work center.

Handover. This action is not available from the case ''More Action'' button. Handing over a case is a temporary action that transfers the ownership and responsibility of the case to another Service Agent for a specific period of time. Handing over a case can be done by the Service Agent or by the system based on predefined rules in the Settings > Cases > Case Handover view.Reference=Using Agent Desktop with SAP Service Cloud,Creating a Case Type,Configuring Case Escalation,Configuring Case Handover

Answer : C

A validation is a type of custom logic that enables you to generate error or warning messages in the system based on specific conditions. You can create a validation using the Custom Logic app and write your custom code using ABAP for key users. You can also test your validation using predefined test variants. For example, you can create a validation that triggers a warning message if the priority of a case is high and the due date is more than 10 days away.Reference=Working with Validations in the Service Cloud V2 Using Code Blocks;Custom Logic

Answer : A, D, E

To control the reaction times of a case, you could take the following actions:

Change the priority: The priority of a case determines the urgency and importance of resolving it. By changing the priority, you can affect the due date, next response date, and completion date of the case, as well as the visibility and notification of the case. For example, you can increase the priority of a case if the customer issue is critical or time-sensitive, or decrease the priority if the issue is minor or low-impact.

Adjust the SLA: The SLA (Service Level Agreement) of a case defines the initial response and completion due time and date for the resolution of issues, based on the service level objectives (SLOs) agreed with the customer. By adjusting the SLA, you can modify the expected reaction times of the case, as well as the consequences of missing the deadlines. For example, you can extend the SLA of a case if the issue is complex or requires more investigation, or shorten the SLA if the issue is simple or urgent.

Escalate the case: Escalating a case means raising the attention and priority of the case to a higher level of authority or responsibility. By escalating a case, you can involve more senior or specialized agents, managers, or experts to handle the case, as well as notify the customer and other stakeholders of the escalation. For example, you can escalate a case if the issue is beyond your scope or expertise, or if the customer is dissatisfied or angry.

Reference=Configuring a Service Level Agreement,Configuring Case Routing Rules,SAP Service Cloud Version 2 Feature Scope

Answer : A, C

You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2.Reference=Creating Business Roles, section ''How to Add a Work Center to a Business Role'' and ''How to Add a Work Center View to a Business Role'';Assigning Business Roles to Employees, section ''How to Assign a Business Role to an Employee''

Answer : C

The language adaptation tool allows you to rename the labels of UI elements, such as the cases facet, in different languages. You can access the tool from the user menu by clicking onSettingsand thenLanguage Adaptation. You can select the language and the scope of the adaptation, and then search for the label you want to change. You can also export and import the adaptations as CSV files.Reference=Solution Guide for SAP Service Cloud Version 2, page 16.

The language adaptation tool allows you to rename the labels of UI elements, such as the cases facet, in different languages. You can access the tool from the user menu by clicking onSettingsand thenLanguage Adaptation. You can select the language and the scope of the adaptation, and then search for the label you want to change. You can also export and import the adaptations as CSV files.Reference=Solution Guide for SAP Service Cloud Version 2, page 16.

Answer : A, D

The following configuration activities are part of SAP Service Cloud Version 2:

Maintain case types: You can maintain case types to define the different categories of cases that you handle in your service organization. You can specify the name, description, priority, status, and other attributes for each case type. You can also assign case types to service categories and service levels.

Set up Agent Desktop: You can set up Agent Desktop to customize the user interface and the functionality of the solution. You can configure the layout, the navigation, the cards, the widgets, the actions, the timeline, the quick create, and the search options for the Agent Desktop.Reference=Configuring Case Types, sectionMaintain Case Types;Configuring Agent Desktop, sectionSet Up Agent Desktop.

Configuration activities in SAP Service Cloud Version 2 include a range of tasks designed to tailor the system to specific business processes and requirements. 'Maintaining case types' is a critical activity that involves defining and configuring the different categories of customer inquiries and issues that can be logged in the system. This configuration is essential for organizing, tracking, and managing cases efficiently. Another important configuration activity is 'Setting up Agent Desktop,' which involves customizing the user interface and functionalities available to service agents. This setup is crucial for ensuring that agents have access to the necessary tools, information, and workflows to effectively resolve customer cases.